Ordering from the United States
Free Shipping Terms
Free shipping is for orders over $100 and must use coupon code (FREESHIPUS) during checkout. Free shipping only applies to the contiguous 48 states and cannot be combined with any other promotions, coupons or special discounts. The free shipping offer maybe limited to certain weight or dollar amount and shipping methods based on your location. Regardless of the shipping method chosen at checkout, we will choose the best option available to us at the time of shipping your order which may be the standard ground method. If an order is placed using the free shipping coupon and needs to be returned or exchanged, a return label will not be provided to you and returns cost must be paid by the customer.
Processing and Transit Times
Please allow up to 3 business days processing time for all orders (Excludes Weekends and Holidays). Transit times are provided by the carriers and are estimates not guaranteed as they may change based upon routes and schedules.
We are not responsible for early shipping or any shipping delays. If a package shows delivered but is not found, we do not cover lost or stolen packages. Carriers only cover $100 of the package contents if arrived damaged or if package is lost in transit. If you would like to purchase additional insurance for your package please leave a note in the order or email us right away, otherwise we will not guarantee that you will receive full amount after claims are filed and completed.
Packages marked as delivered without a "signature required" request are not covered by any carrier insurance and the carriers as well as the shipper (Thehookah.com) are not responsible for refund or replacement in the case the package has been lost or stolen after delivery.
All damages and or missing products must be reported to us with photo proof within 48 hours of delivery or we may not be able to process claims, refunds and or replacements.
If an item you ordered is out of stock, you will be contacted by one of our associates and your order may be placed on back order until we hear from you. Make sure you provide us with a valid phone number where you can easily be reached. Your phone number will be used solely for that purpose.
Orders submitted after 1:00 PST will not be processed until the next business day. This is very important for expedited shipping methods.
Please allow up to 6 business days transit time (Excludes Weekends and Holidays) for your order to be delivered to you.
UPS Ground transit times
Ordering from outside of the United States
Please allow up to 1-5 business days processing time. International credit cards may need to be verified. Additionally international packages are not dispatched on a daily basis since they have to be hand delivered to a U.S. Postal Service employee.
If for any reason an item you ordered is out of stock. You will be emailed by one of our associates and your order may be placed on back order until we hear from you.
Please allow up to 10 business days transit time (Excludes Saturday and Sunday) for your order to be delivered to your country. Delivery times do not include customs clearance and local delivery and are merely estimates not guaranteed. That will be decided by your local customs department and shipping courier.
In the case your package is held in customs and is either imposed taxes or possibly seized, we are not liable and cannot assist with the clearance. As the receiver, you are assuming all risk and responsibility for the import of goods in your country. We do not offer any refund or compensation in this case unless the goods are returned to us in their original selling condition. In which case a refund will be an option for the order and for the goods only, shipping charges are non-refundable.
Taxes and Duties
Although we do our best to assure a smooth and hassle-free shipment to your country, you are responsible for any charges imposed by your countries government if any. You as the importer are responsible to be aware of any restrictions, customs or duty fees of you local authorities. We have been shipping internationally all across the globe for many years and in most cases you may not incur any charges but there are no guarantees regardless of the amount of orders you may have received in the past or the size of the order.
If a package is refused and returned to us due to high taxes and or duties applied by your local government, a 15% restocking fee will apply to the items ordered. Refunds will be applied back to the same credit card used at the time of purchase once the package has been returned to our facility. Shipping charges will not be refunded. We are not responsible for any items confiscated or lost along the way.